Complete ISO20KF Exin Materials

ISO / IEC 20000 Foundation Questions and Answers

Question 13

The quality of a product may be assessed by elements such as its appearance, usefulness and

robustness. Which element can be used to assess the quality of a service?

How much the service costs compared to other providers of the service

How much the service costs divided by an average of evaluation scores

How well the service meets customer and user expectations

The number of people purchasing that service

Question 14

What triggers a re-test of the Availability and Service Continuity plans?

a major change to the business environment

a major disaster having occurred

significant periods of unplanned non-availability

six months having passed since the last test

Question 15

When scoping for ISO/IEC 20000, what is it that will be audited for certification?

the ITIL processes in scope

the Management System in scope

the sections of the standard in scope

the services in scope

Question 16

Which processes should the Plan, Do, Check, Act methodology be applied to?

all of the processes in scope of ISO/IEC 20000

the Planning & Implementing Service Management process

the Requirements for a Management System process

those that support business critical services